Troubleshooting Tips

  • Access Denied

    If the operating system that you use is Windows Vista or later, ensure that User Account Control is disabled. Enabling UAC will allow just the administrator to install the software.

    To disable UAC, follow the steps given below:
    Select Control Panel → User Account

    • For Windows 7 and Windows 2008 R2,
      • Click 'User Account Control' Settings link.
      • This will open the User Account Control Settings dialog showing the control level.
      • Drag the control level to 'Never Notify' and click OK
    • For Windows Vista and Windows 2008
      • Click 'Turn User Account Settings On or Off' link.
      • Uncheck the 'Use User Account Control (UAC) to protect your computer' option and click OK.
  • Server is down. Make sure the component’s server is up and running.

  • This error occurs when the component you are trying to integrate is not running.
    Make sure that you have installed the component that you are trying to integrate with AD360 and that the component is running.
    If not go to Start → All Programs → Click XYZ → Click Start XYZ. Here XYZ is the component's name.

  • Incompatible component. Please check whether the component’s version is compatible with AD360.

  • This error occurs when the version of a component that you are trying to integrate is lower/higher than the version supported by the version of your AD360.
    Update the component or AD360 to the latest version.

  • Super Admin credential is required for components installed on a remote host.

  • When you try to integrate a component that has been installed on a remote host, you will need the credentials of the super administrator of the installed component.
    Please enter the credentials of the super admin to proceed with the integration.

  • Incorrect Server Details

  • The server details that you have entered either belongs to a different component or are invalid. Ensure that the values you have entered belongs to the selected component and try again.

  • Please try after updating the component settings in AD360.

  • To rectify this issue, follow the steps listed below:

    • Navigate to Admin --> Administration --> AD360 Integration. You will be presented with four tabs each representing a component of AD360.
    • Click on the component that has to be fixed.
    • Enter the Server Name or IP and Port Number of the server from which that particular component is running.
    • Select the Connection Protocol from the drop down menu.
    • Click Update Settings.
  • Communication Failure

  • Ensure that the product has a valid SSL certificate and that SSL 3.0 is disabled.
    If the problem still persists, contact

  • Communication failure. Please verify the port and protocol.

  • To rectify this issue:

    • Make sure the component you are trying to integrate is up and running.
    • Make sure the firewall is not blocking the port number.
    • Make sure the protocol you've selected is correct for that particular component.

    If the problem still persists, contact

  • Invalid Component Details

  • This error occurs when you have two or more instances of the same component installed in your environment, and you try to integrate the second component with AD360.
    To integrate the second component, follow the steps listed below:

    • Navigate to Admin --> Administration --> AD360 Integration.
    • Select the component that you wish to integrate with AD360.
    • To add the new component, remove the existing component from AD360 by clicking on Remove and then click OK.
    • Now, enter the Server Name and Port Number of the component to be added and click Integrate Now.

    The component will now be integrated with AD360.

  • Invalid Server URL

  • Check the server URL that you have entered.

    • Enter the Server Name or IP and Port Number of the server from which that particular component is running in the respective text boxes.
    • Select the Connection Protocol from the drop down menu.
    • Click Integrate Now.
  • Communication failure between AD360 and its components. Synchronization has failed.

  • Description:
    If you have configured proxy for AD360 incorrectly, synchronization between AD360 and its integrated components may fail.

    Please make sure the proxy settings configured in AD360 is correct.

  • Unable to view one or more of the components' dashboard.

    Following are the list of situations that may hinder the dashboard view of the components:

    • Component Setup: To view the dashboard of AD360, you must first download and install its components. Only when a component is installed and integrated with AD360, you can view its dashboard. If you have already installed the component, make sure that any change made to the hostname and port number of a component is reflected under the AD360 integration tab in Administration settings of AD360. Click here to learn more about installing and integrating the components with AD360.
    • Domain Selection: It is possible to configure different domains with different components. As you switch between the dashboard views of different components, make sure that the domain that you have configured with that component is selected. Also, make sure that you have logged in with the appropriate credentials to view the dashboard of the domain you have selected.
  • Please enter a HTTP port number that is not used by other applications.

    This error may occur when you are trying to enable HTTPS. When you try to enable HTTPS, AD360 will automatically assign a port number for HTTP based on the HTTPS port number you've chosen. And if that new HTTP port number is used by some other application, then this error occurs.


    • Once you get the error, select HTTP.
    • Change the port number to something that is not in use by another application.
    • Now, select HTTPS.
    • Click Save.
  • Cannot access other components from the Apps pane.

    Please check if the other components are running on HTTPS, and AD360 is running on HTTP.

    If yes, you can do either:

    If the issue persists, please contact the AD360 support team.

  • SMS Settings

    Troubleshooting SSLHandshakeException in SMS Server Settings.

    This exception occurs when you configure a SMTP mail server or a web server with SSL in AD360, and the server uses a self-signed certificate. The Java Runtime Environment used in AD360 will not trust self-signed certificates unless it is explicitly imported.

    You need to import the self-signed certificates used by the server in the JRE package used by AD360. Follow the steps given below:

    Step 1: Download the certificate

    For SMTP servers:

    Note: To download the certificate used by SMTP server, you must have OpenSSL installed. You can download it from here.

    • Open the command prompt and change to the bin folder in the OpenSSL installed location.
    • Now run the following command
    • openssl.exe s_client -connect SMTPServer:Portno -starttls smtp → certificatename.cer
    • For example, openssl.exe s_client -connect -starttls smtp → gmailcert.cer

    For Web Servers:

    • Open the web URL in a browser.
    • Click the padlock icon on the address bar.
    • Click More Information. This opens the Certificate Viewer window showing the certificate used by that web server.
    • Click View Certificate.
    • When the Certificate window showing Certificate Information Authority opens, click the Details tab.
    • Click Copy to File.
    • In the Certificate Export Wizard that opens, click Next.
    • Select the format as DRE encoded binary X.509 (.CER) and click Next.
    • Enter the path where you wish to save the file and click Finish.

    Step 2: Import the certificates in JRE package of AD360

    • Open a command prompt and change to the \jre\bin folder. For example: C:\ManageEngine\AD360\jre\bin.
    • Run the following command
      • Keytool -importcert -alias myprivateroot -keystore ..\lib\security\cacerts -file
    • For example: Keytool -importcert -alias myprivateroot -keystore ..\lib\security\cacerts -file C:\smtpcert.cer
    • Enter changeit when prompted for a password
    • Enter y when prompted Yes or No
    • Close the command prompt and restart AD360.